Why did it have to go wrong?!
Hidden Cool bought the company that installed our system. After initial discussions reassured me that the transfer seemed legitimate, I did book them for our annual service in April 2026.
This initial visit identified one pump that was causing issues but everything else was given a clean bill of health! We did accept the new pump installation - thankfully as the heat wave hit in these last weeks.
The only problem was that the systems on the upper story of the flat went out overnight on the heat wave. They were finally able to respond to check things out - and the service tech reported that everything was just fine and the units immediately came on. This situation was not the same as the hours when we made the call.
For nearly one month now, I have been trying to get a clear answer as to why the system would have done this - especially after a clean bill of health on those systems.
But, I keep getting told that my tenant did something wrong...he has been there for three years without any problems with the AC, so why now? No satisfactory answer.
I finally offered to split the bill and stay with them for another year of service - that way we both shared some discomfort in the outcome.
Basically, they told me that I was a bother and a nuisance for not accepting their incomplete answers. They had wasted clerical time for which I was not charged - hmmm, what about all my time and that my tenant could not use the AC?
Since I cannot get the needed answers, I am sharing my frustration. Hopefully others do better than I did with them.